REFUND POLICY

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, clean, free from pet hair, dirt or odour, with all tags attached and in its original packaging.
For hygiene reasons, any items that have been visibly used, soiled, or show evidence of contact with animals cannot be resold and will not be refunded.
Under the UK Consumer Contracts Regulations, customers are entitled to handle items only as they would in a physical shop. Any use beyond this (such as outdoor use or testing on your pet) may result in a deduction from your refund to reflect the loss in value, up to the full cost of the item.
To start a return, please contact us at hello@totalpet.com. Returns sent without prior authorization will not be accepted.
Please include a note inside your return package with your order number and reason for return — this helps us process your return quickly.
Return address:
Total Pet, Unit 3 Advance Point, Rossendale Road, Burnley, BB11 5BZ

United Kingdom
You can always contact us for any return question at hello@totalpet.com.
Click this link to initiate a return or exchange.

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right.

All our products come with a 1-year warranty.
If your item becomes faulty due to a manufacturing defect (normal wear and tear excluded) within 12 months of purchase, we will repair or replace it free of charge. This does not affect your statutory rights.

The fastest way to get what you want is to return the item you have and make a new purchase once your return has been accepted.

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, the item must be unused, clean, and in resellable condition, with all tags and packaging intact.

We’ll notify you once we’ve received and inspected your return. If approved, your refund will be processed to your original payment method within 10 business days. If an item has been returned used, dirty, or unsellable, we may apply a partial refund or refuse the refund in accordance with the Consumer Contracts Regulations.
If an item is returned to us in a condition that does not meet our return requirements and the refund is refused, customers may request the item be sent back to them. A return postage fee of £3.99 will apply, which must be paid before the item is dispatched back to the customer. Items not claimed within 30 days may be disposed of.
Please note that your bank or card provider may take additional time to post the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@totalpet.com